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Draft:PEC-CAB (17) · Draft:PEC-DC (2) · Draft:PEC-Dev (3) · Draft:PEC-Developer (12) · Draft:PEC-ES (14) · Draft:PEC-GPA (12) · Draft:PEC-GS (5) · Draft:PEC-IVR (18) · Draft:PEC-IWD (15) · Draft:PEC-OU (14) · Draft:PEC-PA (7) · Draft:PEC-REC (4) · Draft:PEC-REP (4) · Draft:PEC-ROU (87) · Draft:PEC-WFM (27) · Draft:SF (7) · Draft:WFM (3) · PEC-CAB (17) · PEC-DC (2) · PEC-ES (12) · PEC-GPA (11) · PEC-GS (5) · PEC-IVR (7) · PEC-IWD (14) · PEC-REC (4) · PEC-REP (3) · PEC-WFM (24)

None · GenesysEngage-cloud · PureConnect, GenesysCloud, GenesysEngage-cloud · GenesysEngage-onpremises · GenesysCloud · GenesysEngage-cloud, PureConnect, GenesysCloud · GenesysEngage-onpremises, PureConnect, GenesysCloud · PureConnect, GenesysCloud · GenesysEngage-cloud, PureConnect · PureEngage · PureConnect · PureConnect, GenesysEngage-cloud · GenesysEngage-onpremises, GenesysCloud · GenesysCloud, GenesysEngage-cloud · Genesys Multicloud CX · PrivateEdition · GenesysEngage-cloud, GenesysCloud · GenesysEngagecloud · GenesysEngage_cloud · GeneysyEngage_cloud · Private Edition · GenesysEngage-cloudNote: If the hierarchy will be managed and maintained by importing data or through integration with an existing HR system, the following section can be skipped as any manual changes made to the hierarchy will be lost the next time that the hierarchy is refreshed. · Other

None (134) · No (215) · Yes (1)

None (181) · Administrator (163) · Administrator, Developer (4) · Developer (2)

WFM Primers (4) · Manage DID Groups with IVR Administration (3) · GVP PaaS (3) · Activity History (3) · Provisioning IVR profiles yourself (3) · Provision IVR Profiles yourself (3) · Configuring SSO (3) · Creating and managing DID Groups (3) · Click-to-Dial (3) · Screening rules (3) · Getting Started (3) · Migrating to Gplus Adapter (v9) (3) · Screen Pop (3)

Other values: ; Access control for Recording users Account Manager Activity Block Admin Agent Adherence Reporting Metrics and End Notes Agent Logins Agent namespace Application Workflow Applications Assign Variables Block Audio device settings Audio Resource Files Audio Resources Automated Message Block Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Business Controls Business Controls Blocks Business Hours Business Hours Block Calendar Management Call Data Block Callback Availability V2 Callback Blocks Callback scenarios Callback V2 Callback VQ Watermark Block Cancel Callback V2 Change Language Block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Click-to-Call-In Match Block Configuration features Configuration namespace Configuration objects Configuration options reference Configure IWD Configuring and Using General Features Configuring Capacity rules Configuring Click-To-Call-In Groups Configuring Country and Number Validation rules Configuring Region Affinity rules Contact Center Performance Reporting Metrics Controlling user access Create a Standard Response Create and Insert Field Codes Create and Manage Multiple Versions Create and test screening rules Create Service Channel Custom Service Block CX Contact Solutions Guide Dashboard management Data Blocks Data Tables Data Tables Block Debug Block Deploying Genesys Softphone Deploying the Screen Recording Service Designer Designer Analytics Developer Console Developer Sandbox Digital Resources DN Groups DNs Email namespace Emergency Block Emergency Flags Enabling Wait-lists Enterprise IVR Enterprise Manager Exporting External Services Blocks Field Code Examples Field Code Variables Field Codes Forecasting Genesys CX Insights Support for GDPR Genesys CX Insights User Management Genesys Interactive Insights User Management Genesys Multicloud CX APIs Genesys Multicloud CX REST APIs and tutorials for Callback Genesys Predictive Routing Genesys Softphone architecture Genesys Task Routing setup Get Chat Transcript Block Get started Getting started with Callback Go To Block Gplus Adapter for Salesforce (v9) Gplus Adapter for Salesforce Lightning (v9) Gplus Adapter support for Service Client API Grammars & Bots How IWD works HTTP REST Block Installing and Uninstalling Integrate with Genesys Hub Integrating Gplus Adapter Integrating Gplus Adapter in Classic Integrating Gplus Adapter in Lightning Integrating Gplus Adapter Private Edition in Lightning Integrating with Genesys Cloud CX Interaction namespace IVR Administration Logic and Control Blocks Managing and working with objects Managing callbacks Managing Overtime Media namespace Media Resources Menu Block Menu Option Block Milestone Block Monitor callback queues Monitor work items and emails Monitoring Performance and Adherence Multi-channel Campaigns Multi-Forecasting Primer Outbound Outbound Dialing Modes Outbound Solutions Overlays Primer Parameter Group Templates Parameter Groups Parameters Partitions Permissions and Access Personalities Plan and build a Category Tree Play Message Block Policy objects Predictive Routing Block Prepare for Office 365 integration Provisioning Callback in Designer Provisioning CAPTCHA Provisioning Push Notifications Provisioning the Click-to-Call-In scenario Query VQs Block Record Block Record Utterance block Recording certificate management Recording Cloud Backup Service Registering for access to statistics Report scheduling Reporting Blocks Return Block Roles and privileges for Workload Manager users Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Blocks Sample Designer application Saving and Publishing Your Application Schedule Summary View and Reporting Schedule validation errors and warnings Scheduling Scheduling Breaks and Meals in WFM Screening Rule reference Scripts Search, display, manage, and update work items Segmentation Block Send Chat Transcript Block Send Email Block Service Client API Set up IWD Setup Survey Block Shared Module Block Shared Modules Single sign on with Agent Workspace Special Day Block Special Days Stage 1: Configuring Outbound routing Stage 2: Setting up a campaign and sub-campaign Stage 3: Dialing and call handling Stage 4: Monitoring a campaign Standard Responses Start Treatment Block Statistic Block Summary Survey Blocks System namespace Terminate Block (Digital) Terminate Call Block Test IWD provisioning Time Off Primer Time-Off Bidding Transaction List Block Transfer Block Troubleshooting and validating functionality Troubleshooting Gplus Adapter Integration with Salesforce Use Workload Manager User Input Block User Interaction Blocks User Interface User Security Using Blocks Using copy and paste for statistics Using Copy and Paste Format for Statistics Using Formulas in Field Codes Validate Phone Number Block Variables View and set IWD global options View Summary View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Genesys Multicloud CX Email boxes View, edit, and create Prioritization schemas Viewing Click-To-Call-In records Virtual Queues Voice Mail Block Voice namespace Voicemail Management WFM Configuration Objects WFM E-mail Notifications WFM Metrics WFM Policy Objects WFM Task Sequences

WFM Primers (4) · Provisioning IVR profiles yourself (3) · Click-to-Dial (3) · Creating and managing DID Groups (3) · Service Client API (3) · Manage DID Groups with IVR Administration (3) · Screening rules (3) · Screen Pop (3) · GVP PaaS (3) · Getting Started (3) · Provision IVR Profiles yourself (3) · Configuring SSO (3) · Activity History (3) · Migrating to Gplus Adapter (v9) (3)

Other values: ; Access control for Recording users Account Manager Activity Block Admin Agent Adherence Report Metrics and End Notes Agent Logins Agent namespace Application Workflow Applications Assign Variables Block Audio device settings Audio Resource Files Audio Resources Automated Message Block Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Business Controls Business Controls Blocks Business Hours Business Hours Block Calendar Management Call Data Block Callback Availability V2 Callback Blocks Callback scenarios Callback V2 Callback VQ Watermark Block Cancel Callback V2 Change Language Block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Click-to-Call-In Match Block Configuration features Configuration namespace Configuration objects Configuration options reference Configure IWD Configuring and Using General Features Configuring Capacity rules Configuring Click-To-Call-In Groups Configuring Country and Number Validation rules Configuring Region Affinity rules Contact Center Performance Report Metrics Controlling user access Create a Standard Response Create and Insert Field Codes Create and Manage Multiple Versions Create and test screening rules Create Service Channel Custom Service Block CX Contact Solutions Guide Dashboard management Data Blocks Data Tables Data Tables Block Debug Block Deploying Genesys Softphone Deploying the Screen Recording Service Designer Designer Analytics Developer Console Developer Sandbox Digital Resources DN Groups DNs Email namespace Emergency Block Emergency Flags Enabling Wait-lists Enterprise IVR Enterprise Manager Exporting External Services Blocks Field Code Examples Field Code Variables Field Codes Forecasting Genesys CX Insights User Management Genesys Interactive Insights User Management Genesys Multicloud CX APIs Genesys Multicloud CX REST APIs and tutorials for Callback Genesys Predictive Routing Genesys Softphone architecture Genesys Task Routing setup Get Chat Transcript Block Get started Getting started with Callback Go To Block Gplus Adapter for Salesforce (v9) Gplus Adapter for Salesforce Lightning (v9) Grammars & Bots HTTP REST Block Installing and Uninstalling Integrate with Genesys Hub Integrating Gplus Adapter Integrating Gplus Adapter in Classic Integrating Gplus Adapter in Lightning Integrating with Genesys Cloud CX Intelligent Workload Distribution Interaction namespace IVR Administration Logic and Control Blocks Managing and working with objects Managing callbacks Managing Overtime Media namespace Media Resources Menu Block Menu Option Block Milestone Block Monitor callback queues Monitor work items and emails Monitoring Performance and Adherence Multi-channel Campaigns Multi-Forecasting Primer Outbound Outbound Dialing Modes Outbound Solutions Overlays Primer Parameter Group Templates Parameter Groups Parameters Partitions Permissions and Access Personalities Plan and build a Category Tree Play Message Block Policy objects Predictive Routing Block Prepare for Office 365 integration Private Edition Provisioning Callback in Designer Provisioning CAPTCHA Provisioning Push Notifications Provisioning the Click-to-Call-In scenario Query VQs Block Record Block Record Utterance block Recording certificate management Recording Cloud Backup Service Registering for access to statistics Report scheduling Reporting Blocks Return Block Roles and privileges for Workload Manager users Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Blocks Sample Designer application Saving and Publishing Your Application Schedule Summary View and Reporting Schedule validation errors and warnings Scheduling Scheduling Breaks and Meals in WFM Screening Rule reference Scripts Search, display, manage, and update work items Segmentation Block Send Chat Transcript Block Send Email Block Set up IWD Setup Survey Block Shared Module Block Shared Modules Single sign on with Agent Workspace Special Day Block Special Days Stage 1: Configuring Outbound routing Stage 2: Setting up a campaign and sub-campaign Stage 3: Dialing and call handling Stage 4: Monitoring a campaign Standard Responses setup summary Start Treatment Block Statistic Block Summary Support for GDPR Survey Blocks System namespace Terminate Block (Digital) Terminate Call Block Test IWD provisioning Time Off Primer Time-Off Bidding Transaction List Block Transfer Block Troubleshooting Troubleshooting and validating functionality Use Workload Manager User Input Block User Interaction Blocks User Interface User Security Using Blocks Using copy and paste for statistics Using Copy and Paste Format for Statistics Using Formulas in Field Codes Validate Phone Number Block Variables View and set IWD global options View Summary View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Genesys Multicloud CX email boxes View, edit, and create Prioritization schemas Viewing Click-To-Call-In records Virtual Queues Voice Mail Block Voice namespace Voicemail Management WFM Configuration Objects WFM E-mail Notifications WFM Metrics WFM Policy Objects WFM Task Sequences

None (334) · CallbackClickToCall (6) · Journey (4) · Metrics (6)

None (14) · Callback (34) · Developer (12) · Digital Channels (3) · eServices Manager (26) · Genesys Recording, Quality Management, and Speech Analytics (8) · Genesys Softphone (10) · Gplus Adapter for Salesforce (23) · Intelligent Workload Distribution (29) · IVR Administration (25) · Outbound (CX Contact) (14) · Platform Administration (7) · Reporting (7) · Routing and Designer (87) · Workforce Management (51)

None · Administrator · PDMLibraryGIM · Supervisor · Admin · RPRT · Deployment · Designer · SDK · User · AdminGuide · Agent · PDMPEGIM-Postgres · PDMCXGIM · ManageCC · PDNAA · CXContact · CX Insights · GCXIMCPRG · PEGuide

Other values: ; ADInst AIUG AdminDashboard AgentGuide AspectDeployment AuthPEGuide AzInst CABPEGuide CXCPEGuide Collected ContentAreaDashboard DCPEGuide DESPEGuide Dashboard DevConsole Developer Developers DockerVolumes ETLRef EmailPEGuide EngageServices Event FieldGuide FldCod GAWFMPEGuide GCAPI GCDeveloper GCXI GCXIPEGuide GCXIPRG GCXIPRGLibrary GECUG GIM GIMPEGuide GPAPEGuide GPR GPWFMPEGuide GTR GVP GVPPEGuide GWSPEGuide GenChoiceTermsCond GenesysChoice GenesysCloud GenesysEngage-cloud GenesysEngage-onpremises GenesysEngageCloudRN Handlers Help IEXDeployment II IWDDMPEGuide IWDPEGuide IXNEventsandModels IXNPEGuide InteractionDialer KB KBA Library Licensing Loc MessengerSDK MulticloudOverview Operations PDNAM PDNAU PMORef PacingServiceDeployment Processes PulseMetricsLibrary PulsePEGuide PureConnect RAAPEGuide RT ReleaseNote Requirements SCAPI SOO STRMSPEGuide SiteDashboard Small Source Super SupervisorHelp TLMPEGuide TPOSR TenantPEGuide Test Troubleshooting UCSPEGuide UEA UserGuide VM VMEventsandModels VMPEGuide WDEPlugin WWEAgent WWEPEGuide WebAPIs WebRTCPEGuide WritersGuide deploy

None (221) · Agent Setup, Platform Administration (2) · Callback (34) · IVR Administration (14) · Platform Administration (30) · Platform Administration, Agent Setup, Designer (1) · Recording (8) · Reporting Administration GCXI (2) · Workforce Administration (38)

None (350)

None (350)